Employee Training | Customer Service Skills

To paraphrase Tom Friedman, “average [customer service] is over.”

Good customer service skills is what differentiates the growing company from the rest of the pack. Delivering good customer service is all about doing everything reasonable to meet and exceed customer expectations. Customer service is not just some warm and fuzzy measurement. It’s a real strategic imperative.

Success Performance Solutions offers a library of affordable and practical training aids and assessments to build customer service skills in each and every employee – from the young, inexperienced new hire to the mature long-term employee.

Start improving your employee customer service skills today – from telephone etiquette to complaint handling to gauging customer service commitment, we have a solution for you.

Avoid surprises by training employees to deliver exceptional customer service. Here is a sampling of our customer service training aids and assessments:

Customer Service Commitment

Customer Service Effectiveness

Improving Customer Service Training Tools

Telephone Etiquette for Customer Service

Complaint Handling

***Need help in screening and selected employees with excellent customer service skills? Click here. ***

Customer Service Commitment Profile (Online)

This online Customer Service Commitment Profile looks at how much commitment exists for service excellence to customers from two perspectives – the individual’s view about their own commitment, and about what they see to be the commitment to service by the wider organization around them. This provides a detailed ‘gap’ analysis in six service categories. These are Service leadership and vision, the Voice of the Customer, Service standards, Empowerment for service, Process and systems alignment and Service rewards and recognition. A personalized report of results with development suggestions is included.

Availability: Online

Price: $15.00

Customer Service Commitment Facilitator Guide (PDF Downloadable)

This Instrument Facilitator Guide provides sufficient information to run a full feedback workshop for participants who have completed the Customer Service Commitment Profile. Facilitators may use the material flexibly for any feedback event. The booklet contains a considerable amount of detailed explanatory information for each category with the instrument and also offers a number of possible exercises and discussion activities that may be used to help participants to better understand the whole subject.

Although there is flexibility to vary the length and shape of a feedback workshop, a pro-forma half-day program is included in the guide. Facilitators may add or subtract to the program as they wish to meet the needs of their participants.

Availability: Online

Price: $59.00

Customer Service Effectiveness Profile (PDF Downloadable)

This downloadable Customer Service Effectiveness Profile instrument examines a broad set of skills and competencies most often associated with service excellence. Although there is some disagreement regarding what constitutes the particular service skills or competencies that people need most, it is possible to distill some key themes or broad categories from which most good service-givers will draw. In total, from extensive international research, seven competency categories have been identified. These are Temperament/Disposition, Attentive Listening, Communicating Clearly, Resolving Conflict, Engaging in Joint Problem-solving, Carefully Negotiating, and Building Warmth and Empathy.

Availability: Downloadable

Price: $12.50

Customer Service Effectiveness Profile (Online)

This online Customer Service Effectiveness Profile instrument examines a broad set of skills and competencies most often associated with service excellence. Although there is some disagreement regarding what constitutes the particular service skills or competencies that people need most, it is possible to distill some key themes or broad categories from which most good service-givers will draw. In total, from extensive international research, seven competency categories have been identified. A personalized report of results with development suggestions is included.

Availability: Online

Price: $20.00/Self or $35/180 feedback or $75/360 feedback

Service Effectiveness Profile Facilitator Guide (PDF Downloadable)

This Instrument Facilitator Guide provides sufficient information to run a full feedback workshop for participants who have completed the Service Effectiveness Profile. Facilitators may use the material flexibly for any feedback event. The booklet contains a considerable amount of detailed explanatory information for each category with the instrument and also offers a number of possible exercises and discussion activities that may be used to help participants to better understand the whole subject.

This Detailed Coaching Guide provides sufficient information to run a full feedback workshop for participants who have completed the Service Effectiveness Profile plus detailed coaching tips and suggestions for facilitators, coaches and trainers using the profile with participants.

$125.00

Improving Customer Service: An RSB eLearning Course

Improving Customer ServiceAn online eLearning course exploring the topic of Improving Customer Service through the use of video vignettes and an expert facilitator. Customer service has become one of the buzz words inside organizations of all shapes and sizes in recent times.

Crowning the customer as king is not a new concept, but expecting every employee to serve the customer or serve somebody internally who is serving the customer is a significantly different twist. This Customer Service Rapid Skill Builder booklet works from the perspective that the whole organization should be aligned to the needs of the customer.

Availability: Online

Price: $60.00

Improving Customer Service: An RSB Booklet (PDF Downloadable)

A short, practical, 12-page booklet on the topic of Improving Customer Service for personal/employee development or for use in conjunction with a Rapid Skill Builder course. Customer service has become one of the buzz words inside organizations of all shapes and sizes in recent times. This Customer Service Rapid Skill Builder booklet works from the perspective that the whole organisation should be aligned to the needs of the customer.

Availability: Downloadable

Price: $12.50

Improving Customer Service Storyboard

This One Page Coach® course shows you how to customise your operations. Tips on developing a clear service vision, strong partnerships throughout the supply chain and listening abilities have been designed to make your focus on the customer better than ever. This training guide summary sheet is a 2-sided document with a storyboard on one side and an application template or other supplemental resource on the reverse.

Storyboard Headings

Establishing a service vision.

Mapping the supplier to customer chain.

Assessing customer needs.

Managing key processes.

Piloting a service approach.

Checking and assessing early results.

Developing service standards.

Applying service learning.

Service empowerment.

Service rewards.

Service post auditing.

Availability: Downloadable

Price: $4.95

Telephone Service Excellence: An RSB eLearning Course

Telephone Service ExcellenceAn online eLearning course exploring the topic of Telephone Service Excellence through the use of video vignettes and an expert facilitator. Every call is an opportunity to provide service that adds value to a caller-this is the case whether the person on the other end of the line is an internal colleague or an external customer. The emphasis should therefore be on providing excellent telephone service: after all, without good service, there would be no business! No organization will survive if it treats its requests for information and assistance poorly, and initial telephone contact usually sets the tone. Because a telephone call will often be the first and most long-lasting impression a customer forms about your organization, this eLearning course has been developed to help you create better first impressions and assist in coaching individuals in effective telephone skills. Many of the principles we will talk about are part of good telephone etiquette no matter who is on the line. Most people complete the course in about an hour.

Because a telephone call will often be the first and most long-lasting impression a customer forms about your organization, this Customer Service Excellence Rapid Skill Builder eLearning course has been developed to help you create better first impressions and assist in coaching individuals in effective telephone skills. Many of the principles we will talk about are part of good telephone etiquette no matter who is on the line.

Availability: Online

Price: $60.00

Complaint Handling: An RSB Booklet (PDF Downloadable)

This Complaint Handling Rapid Skill Builder booklet takes the view that positive complaint handling is very important and in fact, it should be seen as a positive area of key feedback from customers which help the organization to make changes for the better.

Despite the fact that most of us recognize effective complaint handling to be of some value, surprisingly it is rarely treated as a serious topic that is worthy of specific focus. The low level of interest and/or focus on these skills usually arises because of two negative views, which are: (1) seeing complaint handling as a small and relatively minor part of broader programs (such as better customer service, negotiation skills, effective communication, conflict management etc); and (2) considering it to be a negative subject area or irritant (or even a necessary evil) when it occurs and therefore best handled by other more general management/interpersonal skills or by ignoring, minimizing or eliminating the complaint or complainant if possible. This booklet takes the view that positive complaint handling is very important and in fact, it should be seen as a positive area of key feedback from customers which help the organization to make changes for the better.

Availability: Downloadable

Price: $12.50

Complaint Handling: An RSB eLearning Course

This Complaint Handling Rapid Skill Builder eLearning course takes the view that positive complaint handling is very important and in fact, it should be seen as a positive area of key feedback from customers which help the organisation to make changes for the better.

Availability: Online

Price: $60.00

For more information or to schedule a demo, please complete the form below.
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